Service Delivery Manager
1 day ago
About the Position
As the Service Delivery Manager at Flatworld Philippines, you will play a crucial role in steering our operational strategies and ensuring the seamless delivery of services that meet and exceed our client's expectations. This position is pivotal in driving our company's success by managing outbound campaigns, enhancing customer satisfaction, and leading a dynamic team towards achieving exceptional sales and service levels.
Responsibilities
- Oversee the day-to-day operations and ensure the delivery of operational metrics and client KPIs such as daily service level, customer experience, and sales numbers.
- Identify customer needs, define metrics, and enhance service delivery to align with business objectives.
- Maintain and enhance customer relationships through proactive engagement and excellent service.
- Utilize customer feedback and analytics to refine and improve service offerings.
- Develop and optimize the operational talent pool to enhance team skills and performance.
- Drive team motivation and manage performance to meet overall targets and business objectives.
- Analyze performance data to identify improvement areas and implement effective solutions.
- Ensure adherence to quality standards, data security, and company policies.
- Explore new business opportunities through customer interactions and expand business reach.
- Lead process improvement initiatives to enhance efficiency and effectiveness.
Requirements
- A graduate with at least 4 years of managerial experience in Account Management, preferably with a strong sales background.
- Proven experience in managing INBOUND and/or OUTBOUND campaigns.
- Demonstrated leadership, management, and motivational skills.
- Excellent analytical abilities with a keen attention to detail.
- Exceptional communication, people management, and influencing skills.
- Proficiency in business intelligence tools and MS Excel.
- Experience in managing multiple projects concurrently is highly desirable.
- Six Sigma certification or similar quality management training is preferred.
Experience
- Minimum of 4 years of managerial experience in Account Management.
- Strong background in sales, with experience managing both INBOUND and OUTBOUND campaigns.
- Proven track record of leading teams and driving performance improvements.
Educational Qualifications
- Bachelor's degree or equivalent in a relevant field.
Competencies
- Leadership and motivational skills.
- Analytical and detail oriented.
- Strong communication and influencing skills.
- Proficiency with business intelligence tools and MS Excel.
- Ability to manage multiple projects concurrently.
- Knowledge of quality management practices, such as Six Sigma.
If you're ready to take on a pivotal role in steering operational success and have the skills and experience to lead our outbound service delivery, we invite you to apply for the Service Delivery Manager position at Flatworld Philippines. Join us in driving exceptional sales and service levels. Apply today
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